Customer Service Representative

1 month ago


Nairobi, Nairobi Area, Kenya Corporate Staffing Services Full time

Customer service jobs in Kenya.

Mission Statement for the Role:

To be the face of Poa Internet on a daily basis for customers reaching out to us through our omni-channel customer experience avenues.

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Overall Responsibility:

Receive, document and resolve inbound requests from customers, through all our inbound communication channels-voice, WhatsApp, Facebook, twitter and chat on a daily basis.

Key SMART Results for A-Player Success:

  • Poa customer experience is known across Kenya for being able to understand customer expectations and foster customer loyalty through exceptional customer care- By the end 2024

  • Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently - By the end 2024

  • Poa customer retention team are known internally as the team that collaborate and seek help to resolve the customer inquiries as rapidly as possible- By the end 2024

  • Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems- By the end 2024

  • Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results - By the end 2024

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    Key Competencies

    • Clear, empathetic written and verbal communication skills

    • Ability to solve problems on multiple planes

    • Attention to detail - troubleshooting and resolution is an observer game - being able to identify and spot problems is a key to success in the role.

    • Time management-the ability to resolve specified tasks within the allotted timeline.

    • The ability to ask for help - knowing when and how to ask for help internally and with other departments to resolve a customer's inquiry.

    • Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges.

    • Digital and computer literacy

    • Social media competency

    • Mandatory Criteria with no exceptions to hire:

    • Minimum of 1–2 years experience in Customer Service environment.

    • Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.

      Click Here To Apply


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